Student Services Generalist

Under general/limited supervision the Student Services Generalist position will provide proactive Enrollment Management and Student Success support to their cohort of students.  This position encompasses in-depth knowledge of multiple specialty areas in Enrollment Management/Student Success.  Utilizing strong customer service and the ability to build relationships, the Student Services Generalist will directly interact with students, faculty, academic leadership and staff across campus.

• Provides information and assistance to prospective, new, and returning RCBC students seeking assistance with academic advising, registration, financial aid, and other related services via a variety of modalities (face to face, virtual, online, phone, group, cohort).

• Coordinate all assigned cohort services, in collaboration with appropriate student services or academic departments, including orientation support, tracking of academic program plans and progress reports, student success planning, and academic support.

• Answers questions from the College's walk-in office in person as well as phone, email or social media inquiries from students and college personnel utilizing a demonstrated knowledge of college policy, processes and procedures related to EM and SS departments.

• Responsible for assisting new students with all aspects of the application and first semester enrollment process, including application completion assistance, information regarding academic placement testing, academic advising as appropriate or handoff to advising specialist to resolve unusual issues, basic financial aid assistance or referral to financial aid specialist to resolve unusual issues; guidance for completion of registration and payment.

• Assists students with Web services, Self-Service, AVISO, and RCBC E-mail access, online tuition/fee payment instruction, and information on FAFSA completion.

• Recommends improvements in department procedures. Collaborates with other staff/administrators/faculty to identify needed improvements in procedures and communication.

• Maintains records of students served and services provided. Maintains essential records and files and assists in maintaining all EM/SS self-service forms and web content.

• Assist the EM/SS teams in the coordination and training of new staff.

• Receive and process any college related forms (example drop/add forms, withdrawal forms, etc.)

• Actively participates in the recruitment process through the College's sponsored programs and through informal interactions with the community.

• Help to facilitate and support student-centered initiatives, provide advising and/or guidance to students, families, and the college community.

• Assist with the collection, analysis and conversion of data related to EM and SS department operations and effectively share with college personnel.

• Plan, create and present student programing to promote student success in major selection, transfer and career exploration, as well as other areas.

• Utilize strong organizational, communication and management skills to successfully manage multiple initiatives simultaneously.

• Perform other related duties as assigned.

OVERALL PURPOSE AND RESPONSIBILITY:

The primary and most important overall responsibility of all employees is to provide service in a pleasant, helpful, and effective manner to our students and other members of the College community.Education Required:

Bachelor's degree required.  Master's degree in a relevant area (Student Affairs, Counseling, Higher Education Administration, etc.) strongly preferred.

Experience Required:

• At least one year of work-related experience in student services or customer service environments.

• Working knowledge of college operations and programs.

• Strong organizational and interpersonal skills, and an understanding of the ability to work effectively with individuals of diverse cultures preferred.

• At least one year of work-related experience in student services or customer service environments.

• Demonstrated commitment to customer service excellence.

• Demonstrated ability to communicate effectively and work with a diverse population.

• Demonstrated ability to handle multiple tasks.

• Skilled use of computers using word processing, spreadsheets, database, presentations, online resources and electronic mail.

Skills/Abilities /Knowledge /Other Requirements

• Organized and detail oriented.

• Strong commitment to customer service

• Excellent interpersonal skills.

• Excellent oral and written communication skills, results-oriented and self-motivated, versatile and flexible person.

• Ability to maintain a positive attitude in a demanding work environment.

• Ability to maintain and control confidential information.

• Demonstrated ability to work independently and in a collaborative team environment.

• Ability to meet deadlines and work under pressure while being mature, professional and discreet.

• Knowledge of and sensitivity to issues related to the recruitment and retention of a diverse student body is required.

• Ability to work a flexible schedule.

INSTITUTIONAL EFFECTIVENESS:

Collaborates with department members and/or the Compliance, Assessment and Research team to support planning, assessment, data collection and reporting for continuous improvement of the college.

Employee Classification: Special Projects